Complaint Investigation Report

On 06/13/2025, LPA Huynh conducted an unannounced subsequent investigation visit. The LPA toured the facility at 11:26AM, reviewed staff and resident files beginning at 11:48AM, and obtained pertinent documents. Throughout the duration of the visit, LPA interviewed two (2) residents and two (2) staff along with the Licensee.

During today’s visit, the LPA and Licensee toured the physical plant areas at 1:40PM to ensure there are no health and safety hazards. Based on observations, interviews, and documentation gathered and reviewed, the following was then determined:

Allegation: “Staff are unable to assist residents in care due to language barrier”

It was alleged that residents and staff cannot communicate due to a language barrier and therefore staff is unable to assist residents with their needs. Interviews with four (4) Residents revealed that staff can understand and assist them with their requests. Resident #1 (R1) and Resident #2 (R2) stated that when staff do not understand their needs, the staff and residents would utilize their phone to assist in translating. R2 stated they only use a translator, or text the Licensee, when they have more complex requests such as meal preparations. Resident #3 (R3) stated staff can be slow to respond but can understand what they need assistance with. R3 also stated that if staff does not understand them, they would point/gesture to what they’re requesting. R2 would also assist R3 with communicating and expressed that Staff #1 (S1) understands R3’s needs very well. Interview with S1 and Staff #2 (S2) revealed that they understand English but have trouble speaking it. The interview was conducted with the Licensee who assisted with translating open-ended questions. Interview with the Licensee revealed that the facility’s staff know little English, however they are learning and can understand and are able to assist residents. The Licensee stated that staff and residents text them, along with the on-call Administrator, every minute of the day regarding residents’ needs. In emergencies, staff will notify the Licensee and Administrator, who live close by and can respond right away. Emergency services are called by the Licensee and the Administrator.